Director Of CX

Location: Based On-site 4 days/week in LA HQ

Who We Are:

Thrive Causemetics is Bigger Than Beauty™: We are an independent, female-owned beauty brand that creates high-performance vegan cosmetics and supports a community of giving. All of Thrive Causemetics' products are free of parabens and sulfates, in addition to being 100 percent cruelty-free. Through its Bigger Than Beauty™ program, every product purchased results in a donation to help communities thrive. Thrive Causemetics is dedicated to fostering a collaborative and cross-functional workplace where everyone’s voice matters. We are committed to being pioneers in creating a culture of wellness. Together, we prioritize a strong work ethic while maintaining a positive, exciting environment where people are passionate about what they do.

Who We Are Looking For:

We are searching for a dynamic Director of Customer Experience. This pivotal role involves shaping and executing our CX strategy, integrating it with our company’s evolving goals, and ensuring exceptional customer interactions across all touchpoints. You'll lead a dedicated team, collaborate with various departments, and manage key vendor relationships. This is an exciting opportunity to lead and shape the CX strategy in a rapidly evolving company with a direct influence on customer satisfaction and brand loyalty.

What You Will Be Doing:

• Team Leadership: Establish the appropriate organization structure for the size and complexity of the Company. Lead a team of direct reports and other employees in the department while overseeing outsourced personnel.
• Cross-Functional Collaboration: Partner with E-commerce, Social Media/Influencer Marketing, Brand Marketing, and Operations teams to act as the main point of contact for the CX team.
• Performance Sharing: Meet with cross-functional team leaders to discuss performance metrics and attend leadership meetings representing the CX organization.
• Vendor Management: Oversee relationships with third-party call center, ensuring adherence to SLAs.
• Strategy Alignment: Align CX strategies with overall company goals and define strategies as the company evolves.
• Tech Stack Management: Oversee CX tech stack, ensuring seamless integration with other systems.
• Reporting: Provide insights on CX performance, external metrics, and overall VoC.

What Will Make You Stand Out:

• 10+ years of experience in the CX function at a high-volume e-commerce company
• 5+ years of direct experience as a team leader building teams
• Technical knowledge of tools such as Zendesk, Verint and AI tools
• Deep knowledge of Shopify Plus
• Strong people leadership and empathy
• Effective time management and accountability
• Collaborative mindset to work with various departments
• Ability to manage a remote team while maintaining in-office structure
• Strong problem-solving skills and interpersonal communication
• Capability to maintain and improve team morale
• Effective communication and compassion in customer interactions
• Ability to galvanize and drive the team forward